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STP 13 | Does Anyone Know I am Here? Solving the Waiting Room Problem with Michael Ashford

In the interview, Michael Ashford, Director of Marketing at The Receptionist, talked about his background as a journalist and how it shaped his approach to marketing. He emphasized the importance of storytelling and humanizing brands, and how these elements can help scale companies. 

Session Follow-Up

Therapists and Imposter Syndrome

While he had initial doubts about leading a marketing team without a formal marketing education, Ashford found that his communication skills and curiosity served him well in the field. He also mentioned how his experience interviewing experts for his podcast, The Fabric, has helped him understand the psychology of change and how people can be prompted to make positive changes in their lives. In the Tool Tip and Tech of the Week segment, Marland shared a recommendation from Amy Porterfield book Two Week Notice to believe in yourself just a little more than you doubt yourself. Ashford mentioned the importance of problem-solving and approaching challenges from a collaborative perspective, rather than trying to "win" or outdo others.

The Life You Want to Live is Just Outside Your Comfort Zone

Later in the interview, James Marland and Ashford discussed the importance stepping out of their comfort zone and taking risks in order to create progress and positive change. They also touched on the idea of collaboration and problem-solving, rather than seeing competition as a zero-sum game. Ashford shared that The Receptionist's core values are fun, authentic, bold, respectful, innovative, and collaborative (which conveniently spell out the word "fabric"). These values guide the company's approach to customer service and product development.

Own the Customer's Journey, Even in the Waiting Room

Owning the customer's journey means taking complete responsibility for the entire customer experience, from the moment they step through the door to the moment they leave. Creating a welcoming environment is an essential aspect of owning the customer's journey, especially when they check in. The check-in process sets the tone for the rest of the stay, and a warm and friendly greeting can make a significant difference in how the customer feels about their experience. From the staff's demeanor to the cleanliness and comfort of the lobby area, every detail should be taken into consideration to ensure the customer feels welcomed and valued. By owning the customer's journey and making them feel at home, you can create a lasting impression and build customer loyalty.